Second Line Support Engineer

Senior IT Support Engineer

Merseyside | Hybrid (4 days on-site, 1 remote)

Are you an experienced Second Line Support Engineer seeking to deepen your technical expertise and gain exposure to infrastructure, cloud technologies, and project delivery?

We're hiring a proactive, technically skilled engineer to join our internal IT team, supporting a dynamic enterprise environment with a diverse tech stack. This role offers exposure to both BAU support and the opportunity to contribute to the implementation of IT infrastructure projects.

Key Responsibilities

• Act as an escalation point for complex 1st/2nd line incidents and service requests via the internal ticketing system
• Diagnose and resolve advanced issues across Windows-based endpoints, mobile devices (iPads/iPhones), and peripherals.
• Troubleshoot network issues, including DNS, DHCP, routing, and switching-both on-prem and cloud-hosted environments.
• Support and manage Microsoft 365 services (Exchange Online, SharePoint, Teams, Azure AD, Intune).
• Perform root cause analysis and document resolution processes for recurring technical issues.
• Assist with the deployment and support of infrastructure projects (e.g., network upgrades, server migrations, endpoint rollouts).
• Ensure timely, clear, and technically sound communication with stakeholders throughout incident and problem lifecycles.

Technical Skills & Experience Required

• Proven Second Line Support experience in a fast-paced internal IT or MSP environment.
• Strong knowledge of Microsoft ecosystems: Windows Server 2016-2022, Exchange, Active Directory, and Group Policy.
• Understanding of DNS and DHCP, and Anti-Virus Principles
• Experience supporting hardware troubleshooting for laptops, desktops, and mobile devices.

Why Join Us?

This role is ideal for a technically curious support engineer ready to step beyond the service desk and engage with infrastructure, cloud, and project work. You'll gain hands-on experience with enterprise-grade tools while being part of a collaborative and forward-thinking IT team.

Oscar Associates (UK) Limited is acting as an Employment Agency in relation to this vacancy.

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